Long-Term Care Volunteer Ombudsmen Comments

Long-Term Care Volunteer Ombudsmen - Tell It Like It Is

So what is it like to be a Long-Term Care
Volunteer Ombudsman in a long-term care facility? What motivates
someone to do this challenging job? Here are some of our
volunteers' responses to a questionnaire about their perspectives.

One volunteer summarized the "nuts and bolts" of his job as
follows: "I try to be present at least three to four times a week so
that I am a familiar part of the landscape and accepted by residents and
staff as a help. I listen, make suggestions, swap war stories, talk
about my grandchildren. I try to be persuasive to both the staff
and residents, as appropriate in dealing with a given problem. And
then, I listen, listen, and listen."

What are the Challenges?

"Finding the right approach to each
different person and trying to settle problems in a no-loser
way."

"Sometimes it is very difficult to know
the best way to handle a problem. Sometimes it is hard to
determine exactly what the 'truth' is...."

"I find it particularly challenging to get
anywhere with the staff in making a change with the residents'
requests."

Other volunteers cite the complexity of getting
residents to feel comfortable about confiding in them or to speak up for
their rights: "Some are afraid and some just feel it doesn't do any
good."

Many volunteers agree that talking with a resident who "has given up
on life" and "wants to die" is particularly
challenging. Others note the hardships in establishing
communication with residents with severe dementia or those "who are
bedridden and unable to speak."

"The lack of adequate communications: between residents and
staff; between residents and their next of kin; between the
Residents' Council members and the rest of the residents."

"The seeming inability to do anything about some of the
problems. Staffing ratios are abominable--it's frustrating to
see some of the needs of the residents going unmet. Some staff
attitudes are poor--but some of their situations are bad too."

What Personal Qualities and Skills Do
You Use?

"I use my kind of sense of
humor--realistic--that does not touch on a deprivation that comes
with age."

"All the qualities necessary to show
friendliness and yet not be intrusive, to be concerned, to return and
report to them if they have requested help, to stress confidentiality
and ...to be optimistic."

"My love of people and feeling for
them. 'There but for the grace of God go I.'"

"I am able to have compassion for
a resident's physical and mental condition without letting that be
the overriding feeling."

"I have become reasonably adept at
finding lost articles, comforting people, and helping residents to
deal realistically with situations."

Many volunteer ombudsmen also said that caring,
patience, and open-mindedness are qualities that they use in their work,
as well as the skills of listening, interviewing, and negotiating.

What Motivates
You?
One of the most frequently-cited motivations for returning to their
facilities each week is the volunteer's realization that he or she can
make a positive difference in the residents' lives.

"It is knowing that many of the residents
do not have relatives/advocates looking out for their best interests,
and it is up to the ombudsmen to fill that gap. And working
with the fine professional staff at my nursing home is a
pleasure."

"It is knowing that some expect me,
that all are glad to see me, and that some may have problems that I
can help solve--or about which I can at least commiserate with
them."

"I enjoy making a resident happy by
enabling the resident to solve his or her own problem."

"They may not remember what your name is or what you do, but they
seem to remember your face."

"Many people cannot believe we do this without pay, but a family
member whose thanks are sincere or a resident whose face lights up
when you come is very rewarding."

"I am motivated by the reception I get from the residents, their
families and the staff. The residents are so appreciative of
the contact. The families also are pleased to learn of the
Ombudsman Program."

Have Any of Your Attitudes Changed?

"I've come to realize you can't eat the wallpaper! Being
now confronted with finding a retirement/nursing home for my
mother-in-law, food and proper staffing is more of a priority than
decor."

"Running a facility is very difficult: older folks at different
levels of capacity with a variety of decided preferences are hard to
please universally."

"No matter the amount of TLC, and there is a great deal of that,
the facilities are managed with a great deal of respect for the
bottom line."

A number of volunteers responded that they have
found many more caring, dedicated, and sincere staff members in their
facilities than they expected, and that their attitudes toward long-term
care facilities have improved.

The Enthusiasm Comes Through!

When asked if they had any further comments,
volunteers made the following responses:

"I get tremendous satisfaction and
enjoyment from this role of volunteer ombudsman. It is quickly
becoming one of my favorite life experiences."

"It's great! More people
ought to try it. It continues to astonish me that so many of
the residents are so interested and concerned about me as a
person. They ask about my family, my health, my activities,
etc."

"I wish more people thought about
doing work like this--I don't think most people realize the
tremendous personal satisfaction one gains and how much the residents
of nursing homes appreciate their visitors."

"I have been involved in a lot
of volunteer activities through the years. None of them has
meant as much to me as the Ombudsman Program. I feel that I get
back much more than I give. I remember it being very difficult
in the beginning for the first few weeks. I felt a
commitment--otherwise, I would have probably quit. Now I would
hate to give it up."

Serving the City of Alexandria and Counties
of
Arlington, Fairfax, and Loudoun through their Area Agencies on
Aging